Website Majid Al Futtaim
Founded in 1992, Majid Al Futtaim Holding is the leading shopping mall, retail and leisure pioneer across the Middle East and North Africa, with operations in 12 countries and over 24,000 employees. Majid Al Futtaim Holding has the highest credit rating (BBB) among privately held corporates in the Middle East. Its operations are carried out by three complementary, wholly owned subsidiaries:
Quality & Training Supervisor
Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 45,000 team members in 17 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
Role Purpose:
Responsible for the design and delivery of the Customer Service Quality Management System and Training modules. Working with Customer Service teams (Mall and Contact Centre) to ensure all staff members are delivering smooth, efficient and consistent best practices of the functions of all Customer Service touch points.
This role is responsible for developing complete Quality Assurance & Training programs that will elevate the customer experience, and foster a “quality culture,” in which all employees become actively engaged in guaranteeing service quality throughout the customer journey.
Role Details – Key Responsibilities and Accountabilities:
- To plan, develop and deliver departmental training plans post identifying training needs through 360-degree evaluation of team’s performance. Conduct post training analysis to ensure training goals achieved.
- To plan and conduct periodic Quality, Operational Performance Plan (OPP) and Performance assessments for both Mall and Contact Centre teams, to ensure full compliance with the set processes and Standard Operating Procedures.
- To deliver feedback through one-to-one coaching sessions, highlighting areas of development and align with the Customer Service Supervisor on the action/development plans to improve overall performance.
- Assist the Customer Service Manager in developing, amending and updating the Customer Service KPI’s, Processes and Procedures.
- To manage the Customer Service Knowledge Base and consistently perform audits and quality checks on the data received from Mall teams.
- To manage the Mystery Shopper program by reviewing and approving the assessments conducted by the 3rd party vendor and including the findings in the performance cycle.
- To manage all non-Mall related complaints logged through all channels and ensure closure with the set SLA and to the Customer’s satisfaction. Audit logged complaints to ensure accurate data capturing, proper investigation and documentation of complaints as per the approved complaint process and SOP.
- To continuously audit the NPS end to end process and plan the call-back execution with the Contact Centre team. To support the Mall teams with analysing common trends and sharing best practices across Malls.
- To plan, prepare and review 3 month rolling transactional forecast and report the same to the Mall and Contact Centre teams to plan their operations accordingly.
- To prepare periodic findings reports and escalate any inconsistency or irregularity to the relevant team’s Supervisor and the Customer Service Manager to develop action plans and timelines to rectify the findings.
To support and/or drive additional projects that are focused on improving and supporting the customer service function or the overall customer experience.
Functional/Technical Competencies:
- ISO 9001, COPC and/or 6-Sigma certification is preferred.
- Strong knowledge of training best practices and techniques.
Personal Characteristics and Required Background:
Minimum Qualifications/education
- Bachelor’s degree in Business Administration / Marketing or equivalent.
Minimum experience
- A minimum of 5 years’ experience in quality and/or training fields in a customer service environment.
- Proficiency in English language is a must (written & spoken), secondary language (Arabic) is preferred.
- ISO 9001, COPC and/or 6-Sigma certification is preferred.
- Strong knowledge of training best practices and techniques.
- Proficiency in using Microsoft Office applications.
To apply for this job please visit careers.majidalfuttaim.com.